Call Center Features
Cisco IP Phone 8841/8851 Multiplatform Phones User Guide
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3.
At the end of the call, press
End call
.
Hold an Agent Call
When you are on a call center call, you can put the caller on hold and return to the call. If the
call is held for a long time, you will hear a reminder tone and a ring splash on the phone screen.
Use the following steps to put a call on hold and resume the call.
1.
Press
Hold
.
2.
When you are ready to return, select the held call and press
Resume
.
Set a Disposition Code While on a Call Center Call
You can assign a disposition code to an active customer call or after you set your status to
Wrap-up after a call. Disposition codes are quick labels that you apply to call records to describe
a call. It is an easy way to label calls and keep track of customer contact history so that no
details about the call are missed. (
Note
: Your administrator must enable your phone to add a
disposition code.)
Use the following steps to set a disposition code while on a call center call.
1.
Press
Disp
code
.
2.
Press
Ok
.
Trace a Call
You can trace an active call and the last incoming call in any agent status
if
your administrator
enables your phone to trace calls. To trace a call, press
Trace
when you’re on an active call.
Escalate a Call to a Supervisor
When you need to escalate a call, you can add your supervisor to a conference call with you
and your caller. Your administrator must enable emergency escalation on your phone.
Use the following steps to escalate a call to a supervisor.
1.
From an active call, press
Emergency
.
2.
In the
Emergency Escalation
window, click
OK
. (
Note
: You can enter the
preferred emergency escalation number, or you can leave it empty if you do not
have any supervisor preference. You will not see any emergency escalation
number.)
